Virgin Media - Mobile Transformation
2015 was a year of significant transition for Virgin Media's mobile business. MTP (Mobile Transformation Platform) was a programme to update Virgin Media's entire infrastructure for its mobile business, to provide full MVNO services. Supported by several 3rd party providers both UK based and overseas, changes were rolled out across the entire business.
Lead UX / UI Designer
Terry Ma | Anees Uddin | Vishwas Rathod | Mark Fossick | Al Barnes
Our lean, agile team comprised of myself, UX Architect, UX Researcher, Scrum Master, Business Analyst and Solutions Architected, led the the entire end-to-end online process for Mobile Transformation (MTP) across desktop, tablet and mobile devices.
MTP allows Virgin Media to gain greater control of the customer experience and product roadmap, enable product innovation through improved time to market and future business plans. We work with the Virgin Media digital team to provide a brand new online sales and logged in self-service area experiences for new and existing mobile customers across all viewing devices.
Some of the challenges we faced were aligning significant strategic technology and business process re-engineering to realise key benefits, while engaging with multiple 3rd parties providers and internal business stakeholders to come up with enhanced customer centric online solution. As well as making sure that all customer experience journeys require detailed business and technical analyses and pragmatic UX solutions have to be delivered rather than to have a blue sky conceptual re-design.
The UX Process
The online team is responsible for the customer experience:
The work involved working closely with business analysts and solution architects to understand the business requirements and technical limitations
Understand the multi-channel dependencies then translate these requirements and limitations into end-to-end customer journeys.
Create User flows, wireframes specifications and prototypes to produced to facilitate communications across various streams including business and technical Oversight & Coordination.